Patient Services Coordinator

Job description

Job responsibilities

Position: Patient Services Coordinator

Employer: Edgar, Spencer & Ball Partnership

Location: Glastonbury Health Centre, 1 Wells Road, Glastonbury BA6 9DD

Responsible to: Managing Partner

Hours: Full-time and part-time available

Pay: £11.50 £12.50 per hour, negotiable depending on experience

As a Patient Services Coordinator you will play a crucial role in ensuring the smooth and efficient

operation of the front desk and administrative functions within the Practice. You will work in a

fast-paced environment and communicate effectively with a wide range of stakeholders. This roleis one of the most important in the practice, providing the link between patients and clinicians andtaking responsibility for ensuring a positive experience for our Patient.

Job duties

Leadership:

Become a Shift Leader responsibilities to include:

• Allocating incoming AskmyGP requests.
• Acting as a point of contact for clinicians with queries.
• Ensuring all bookable appointments available are utilised on the day.
• Allocating tasks to admin team members (for example emails, tasks, rescheduling appointments).
• Scheduling break times to ensure adequate cover, if necessary.
• Check CCAS slots on EMIS and creating askmyGP requests for patients who have been booked in by OOH.
• Take responsibility for the effective completion of work during the shift, escalating any challenges to senior management.
• Handover to the next shift leader (morning shift only).
• Ensuring urgent requests and lock-up is completed (afternoon shift leader only).
• Supporting the creation and introduction of administrative protocols and inspiring positive change to maximise efficiency.
• Contribute to key quality improvement projects and new initiatives to promote continuous improvement, achieve practice objectives and provide patients with the most effective care.
• Represent the Patient Services team at Practice and PCN MDT huddles.
• Actively participating in the leadership and training of administrative team members. This may include attending additional training courses and staying up to date with general practice protocols.
• Display flexibility to adapt and take on new responsibilities as and when they arise in line with the Practice development plans.
• Display flexibility and willingness to take on new duties from day to day in line with practice workload.
• Be open to change and professional development, learning new skills and participating in training courses.

Reception and Patient Relations:

• To create a welcoming and friendly environment for patients when they are in the surgery, by overcoming communication barriers and treating patients with compassion and respect.
• Create and manage AskmyGP requests through active signposting. Supporting the source the best possible care at the optimal time, whether that be from another provider or within the practice.
• Liaise with patients through a variety of communication channels, to resolve queries and signpost them to the most appropriate service.
• Registering new regular and temporary patients, in accordance with Practice guidelines.
• Requesting repeat prescriptions on behalf of patients, in line with relevant protocols.
• Work closely with the clinicians to ensure that patient care runs seamlessly through every area of the surgery.
• Co-ordination of electronic patient records, updating with clinical documents and any action taken regarding patient care.
• Management of paper medical records, including organising and maintaining the filing system as well as retrieving paper records when required, whilst upholding Data Protection and Patient Confidentiality regulations.
• Ensuring accuracy of clinical documents/referrals and transmitting appropriately, whilst complying with local and national referral guidelines.
• Liaising with outside organisations, such as secondary and community care providers, to ensure continuity of care whilst upholding the reputation of the practice.
• Support the Data Manager and QOF team in achieving key targets by booking appointments and managing patient invitations for services.
• Manage incoming post and documentation, coding documents and ensuring follow up actions are complete.

Person Specification

Experience

Essential

• Previous experience of working in a similar role within a
• Primary Care setting
• Experience of working as part of a multi-disciplinary team
• Experience of working in an environment which is
• governed by a large range of internal and external policies
• that have an impact on the day to day running of the
• organisation

Desirable

• Experience of using clinical systems such as EMIS and
• askmyGP

Knowledge and Skills

Essential

• Excellent communication skills, with the ability to
• communicate effectively with patients, clinicians and
• external healthcare providers over the telephone, face-to-face and via email
• The ability to manage time effectively and be able to work on several tasks at once, prioritising the most important to achieve the best outcomes for our patients
• Excellent accuracy and attention to detail
• Good problem-solving skills to enable the practice to work efficiently and effectively
• IT Literate, with the ability to work with a number of
• different systems containing confidential information
• Positive attitude towards change and participating in
• development programmes, willingness to undertake
• further training to learn new skills

Employer details

Employer name

100Fold CIC

Address

Glastonbury Health Centre

1 Wells Road

Glastonbury

Somerset

BA6 9DD

Employer's website

https://www.100foldcommunity.co.uk/ (Opens in a new tab)